Business Entreprenuership

Tigo launches first State-of-the Art Call Centre in Tanzania

Dar es Salaam, 4th April 2017-Leading digital lifestyle company Tigo Tanzania has today announced the opening of a new, modern Call Centre, the first of its kind in the country.

Boasting the latest technology, the Call Centre has been designed to offer Tigo customers world-class service in a more efficient and effective manner from highly-trained customer service agents.

The facility, located at Block number 395 Ursino along Kawawa Road in Kindondoni, Dar es Salaam, is supported by PCCI Group, a market leader in customer experience and operations outsourcing.

Commenting on the new Call Centre at the ribbon-cutting ceremony to mark its launch, Tigo’s Managing Director, Diego Gutierrez said: “Our investment in this new Call Centre underscores our commitment to grow and diversify the channels through which we reach our customers. Our business partners and individual customers can now look forward to receiving the most advanced customer care available in country, buoyed by our well-trained Call Centre agents ready to provide excellent service”.

Gutierrez explained that the new facility is fitted with state-of-the-art technology and infrastructure, with embedded data security measures to protect customers’ information and identity.

Further, the Managing Director added, the Call Centre includes a training room where individuals are groomed to be professional Call Centre agents.

PCCI operates 20 locations across the globe with 7,000 employees who will support Tigo Tanzania’s facility in providing a unique, personalized and harmonized customer experience platform. Keeping in step with current trends, PCCI Group will offer Tigo’s customers with not only traditional voice contact center services, but also new digital customer service solutions which includes social media, e-chat and email.

“We are pleased to partner with one of the world’s leading telecommunications company, Tigo, as the partner of choice to manage its contact centre in Tanzania. The deployment of this new contact center is supported by the PCCI Group’s local experts and by the command centre of the Group based in Dubai. Also, as part of this partnership PCCI Group will employ more than 500 people supporting local talent,” said Nidal Kamouni, PCCI Group CEO.

Speaking at the function, Tigo’s Head of Customer Operations, Zaeem Khan re-affirmed the telecom company’s commitment to providing cutting-edge technology to its customers, noting that the new Call Centre once again positioned Tigo as a market leader in its segment.

“We would like to assure our customers that through the Call Centre, they will continue receiving superior, seamless customer service experience, personalized interactions and proactive engagement from our well-trained teams”, said Khan.

Khan elaborated that Tigo’s ability to adapt to shifting consumer dynamics and desires has enabled it to effectively deliver great end-to-end experience that makes it stand out from the rest in the market.